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Kaiser Permanenteposted 6 months ago
$51,272 - $56,555/Yr
Full-time • Entry Level
Fontana, CA
Ambulatory Health Care Services
About the position
The Appointment Clerk position at Kaiser Permanente serves as the first point of contact for members, providing high-level assistance by scheduling appointments, transferring calls, and offering general information. This role requires strong customer service skills and the ability to navigate complex appointment systems in a high-volume environment.
Responsibilities
- Respond to incoming calls and apply critical thinking to complex guidelines.
- Determine the type of appointment requested and make appointments following appropriate guidelines.
- Prioritize member needs and offer alternatives when appropriate.
- Utilize superior customer service skills to diffuse difficult member encounters.
- Handle difficult interactions with tact and diplomacy.
- Determine if calls are urgent or emergent and transfer to a Registered Nurse when necessary.
- Compose messages for medical staff based on member requests.
- Respond courteously to general questions using online databases.
- Identify ways to improve service quality and recommend changes.
- Perform clerical duties as assigned.
Requirements
- One (1) year customer service experience in a service-related industry, preferably healthcare.
- High school graduate or General Education Development (GED) equivalent.
- Bilingual (English/Spanish) Level I required.
